| What is:
E-Commerce
Face to Face
Telesales | -Buying and Selling Products via the Internet [E-Commerce]
-Buying and Selling Products via a Sales Person [Face to Face]
-Buying and Selling Products via a Telephone [Telesales] |
| What has E-Commerce managed to do? | -E-Commerce has managed to have purely Online Stores thrive, and have Auction Sites up, that is very Huge [Ebay, Amazon...]
-E-Commerce also allowed M-Commerce to start up, which is using Mobile Devices to buy and sell Products |
| Advantages of E-Commerce? | -Businesses can now reach out further in the Market, and can have Costs reduced because of the use of Online Applications
-A Business may also be more Well-Known, and can have Sales increase due to the Reach out
-This can also be Easier to Set Up, and be Cheaper to Maintain compared to Face-Face [Rent, Insurance, Holding Inventory] |
| Disadvantages of E-Commerce? | -Costs might increase in terms of the Computerised Systems and Staff Training
-The Processing of Orders and Returns might take Longer, so therefore more Expensive in the Long Run
-Products need to be Distributed, so Travel Costs may Impact the Customer, or the Business
-Customer Retention on the Personal Basis may be very limited |
| What is Customer Service? | -This is simply a Method that just looks after Current and Potential Customers |
| What would a good Customer Service include? | -Includes Meting the Customer needs, Before, During and After the Sale
-ALL the Employees are focused on meeting the Customer Needs |
| Why is Knowing the Product important for a good Customer Service? | -If Staff have Confidence in the Products that the Business provides, and have Continuous Training on them and Updates, then this leads to:
-Higher Staff Retention, and also more Passion in their role, which boosts Customer Service and Motivation |
| Why is Engaging the Customer important for a good Customer Service? | -Making sure the Timing and Language suits the Customer, makes a sense of Acknowledgment and Guidance, which could help Customer Retention
-If a Product is Difficult to understand, it may need Clearance [Knowing the Product]
-You can Identify the Customer Needs and Wants, making more Effective Cost Process |
| Why is the Speed and Efficiency of Service important for a good Customer Service? | -Since Customers actually have Lives, they want it to be as Fast as Possible, as then doing so can increase the Reputation and Customer Retention
-Problems around the Product also need to be Solved as fast as Possible |
| Why is the 'Deal' part Important for a good Customer Service? | -Negotiation may happen, in some Sales, and if so then it has to be as Straight forward and as Easy as Possible
-Making the Agreement part harder and more Annoying will lower the Customer Retention |
| Why is the 'Prove a Choice of Convenient Payment Options' important for a good Customer Service? | -Simply the Payment part, which is the Final bit has to match the Customer needs, and also meet to the Agreement [If a Negotiation takes place]
-It may be Immediate, or it can be long term
-The Speed of Which is also Important as well |
| Why is the Good after Sale Service important for a Good Customer Service? | -Instructions, and Helplines may be set up after the Sale, to simply again Guide the Customer
-This can allow the Customer to still feel Valued, even at Home, so therefore they want to do Business again
-Feedback may also be given back, which is simply a Target to work on, and can be used for the Marketing Mix. |
| Why is the Responses to Customer Feedback important for a Good Customer Service? | -If the Business can act on the Customers feedback, then the Customer will feel Satisfied and a Positive work of Mouth Communication is Established.
-Epically in the Era of Social Media, where Reviews can be Public |
| What are the Benefits of Good Customer Service? | -Sales can be Increases, cause of the Customers being Happy; Customer Retention also Increases
-Awareness of the good Products may Increase
-Reputation is Better, due to the Customer Service being able to handle the Customer Effectively
-The Workforce will also receive the Compliments, and become more Motivated
-Costs can be Reduced, because the Complaints are Lowered so Fewer Refunds. |
| What can happen if the Business gives a Poor Customer Service? | -Loyalty may drop down, because of the Satisfactory Levels going down as well
-Sales may drop down, because Customers will feel not Valued and may just find another Business
-Feedback may be very Limited, therefore Market Research and Targets will Suffer.
-The word will go around about the bad Customer Service, leading to Detrimental Damages |
